Office of the
Stellenbosch University Ombud

'OMBUD' – WHAT DOES IT MEAN?

The term 'ombudsman', 'ombudsperson' or 'ombud' (from 'om budz man' – Swedish for 'citizens' defender') refers to a person who assists individuals or groups to resolve conflicts or concerns. The Office of the Ombud at Stellenbosch University (SU) is an independent, neutral and confidential space ​for people to discuss their issues and concerns relating to the University. The University Ombud is an independent person appointed to facilitate the informal resolution of concerns regarding the University. Also, the Ombud typically investigates complaints and attempts to resolve them, usually through discussion, mediation and recommendations.

WHAT IS THE ROLE OF THE OMBUD WITHIN
STELLENBOSCH UNIVERSITY

The Ombud does not replace existing University structures; on the contrary, the Ombud's role complements and supplements these structures. Therefore, complainants must exhaust the normal SU procedures before involving the Ombud. Only if their problem remains unsolved after a reasonable period has expired, complainants may turn to the Ombud. If the available channels have not been explored thoroughly, the Ombud will refer complainants back to those channels.

Independence and neutrality

Operates independently of University structures

Objectivity and impartiality

Hears the stories and views of all parties

Informality

Does not require formal structures

Promptness and efficiency

Facilitates problems being solved faster

Confidentiality

Will not reveal anyone's identity without their permission

Equality and fairness

Focuses on the main question: Has fairness been observed?

Dignity

Respects the dignity of all parties

WHO MAY LODGE A COMPLAINT OR QUERY WITH
THE SU OMBUD?

All SU employees, students, parents of students, alumni, visitors and service providers may approach the Ombud in these instances.

Please note: The discretion as to dealing with a complaint or problem, or not, as well as to the manner in which it is dealt with, lies exclusively with the Office of the Ombud; subject, however, to the guidelines on the right and below.

• They feel that they have been treated unfairly.
• They are unsure which policies, procedures, et cetera would apply to their problem.
• They are unsure how to solve a complicated issue.
• They need an impartial listener who will observe confidentiality.
• They need a neutral mediator to resolve a problem.
• They have a complaint or wish to discuss a sensitive concern.
• They have exhausted all the prescribed internal processes, but still feel dissatisfied with how the matter was handled.

HOW CAN THE OFFICE OF THE SU OMBUD HELP?

• Hears concerns and helps to clarify them.
• Provides a safe and confidential forum for voicing problems.
• Analyses the problem and identifies options.
• Sets out which channels are available.
• Provides neutral advice while protecting confidentiality.
• Expedites matters that have been unduly delayed.
• Redirects complainants to other offices better suited to mediate the issue concerned.
• Helps to identify underlying issues.
• Explores different options through both formal and informal channels.
• Assists parties in resolving disputes.
• Makes recommendations for change.

WHAT CAN THE OFFICE OF THE SU OMBUD NOT HELP YOU
WITH?

• Make decisions on behalf of the University.
• Make or overrule University policies or established procedures (though the Ombud may comment on or recommend change, or do both, regarding these areas).
• Intervene if the complaint can be pursued as a grievance according to established University procedure.
• Accept notifications on behalf of the University or any party.
• Consider complaints that are already the subject of a lawsuit.
• Give legal advice or provide psychological counselling.
• Award compensation.
• Act as representative for any party.
• Handle purely academic matters.
• Attend to patently vexatious or frivolous complaints.

Should the Ombud decline to assist in a matter, the reasons will be stated.